Virgin Australia

Virgin Australia is an Australian airline operating domestic and some international flights, offering a mix of budget and premium services.

Mailing address
PO Box 1034
Spring Hill, QLD 4004
Website
virginaustralia.com/us/en

What you need to know about Virgin Australia

How to resolve a problem with Virgin Australia

Try self-service first

Use our proven resolution methods, or Virgin Australia’s self-service links below.

Contact an executive

Start with the primary contact below, then escalate step by step if needed.

Get free advocacy help

Contact Elliott Advocacy for free mediation of unresolved complaints.

Note: If you’re having customer service trouble, please use our proven methods for fixing any consumer problem before contacting a manager.

We care about accuracy. If any of the following email addresses bounce back or the phone numbers are incorrect, please report it to us immediately through this form.

How fast does Virgin Australia respond?

Phone support
Phone inquiries typically take 1 to 55 minutes to receive a response, although it can sometimes be longer if there’s a high volume of customer service requests. Phone number: Virgin Australia has specific phone numbers for specific inquiries.Availability: Virgin Australia's customer service hours vary by phone number, but the general customer support hours is Monday to Friday, 8 a.m. to 8 p.m., and Saturday and Sunday, 9 a.m. to 6 p.m.
Email support
Email inquiries typically take 1 to 7 business days to receive a response, although it can sometimes be longer if there’s a high volume of customer service requests. Email address: Virgin Australia has specific email addresses for specific inquiries. 
Live chat
Virgin Australia does not have live chat.
Social media
Virgin Australia is active on social media platforms such as Instagram, Facebook and X. Response times can range from a few hours to a day depending on the platform and the inquiry’s complexity.
Verified contacts

Virgin Australia customer service executives

Maintained by Elliott Advocacy and updated regularly. Here’s how we do it →

Primary
Paul Jones
Chief Customer and Digital Officer
Secondary
Stuart Aggs
Chief Operations Officer
Chief Executive
Jayne Hrdlicka
Chief Executive Officer
Chief Executive
Nick Rohrlach 
CEO of Velocity Frequent Flyer

Virgin Australia customer service policies

Virgin Australia collects necessary personal data for service delivery, using it for operations, customer support, and marketing with consent. It shares data with partners and authorities as needed, while implementing security measures. Data is retained as required, and individuals have rights to access, correct, or delete its information, within legal limits.

Virgin Australia loyalty program

Velocity Frequent Flyer is Virgin Australia's program for accumulating points. Members earn points through eligible flights and partner transactions. These points can be exchanged for rewards, which include flight redemptions and upgrades, among other options. The program operates with tiered membership levels, each providing varying benefits.

Frequently asked questions about Virgin Australia

Virgin Australia is primarily owned by Bain Capital. Qatar Airways, Virgin Group, and Queensland Investment Corporation also hold smaller stakes.
The typical email format for Virgin Australia employees: [first].[last]@virginaustralia.com (e.g., jane.doe@virginaustralia.com).
Virgin Australia and Virgin Atlantic are separate airlines with distinct operations, despite sharing the "Virgin" brand. While it has partnerships, it is not the same company.
Yes, Virgin Australia operates international flights.
The full trading name of the airline is Virgin Australia Airlines Pty Ltd.

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